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Why is a discount code not working?
Why is a discount code not working?
Updated over 6 months ago

Question

A discount code doesn’t work when a staff member or client tries to apply it to an item in the store. Why isn’t the discount code working?

Answer

There are eight possible reasons why a discount code may not work in the store. To resolve the issue, follow the instructions below. If the issue persists after completing these steps, please contact WellnessLiving Support.

You’ve entered the wrong discount code

Discount codes are case-sensitive. To check the discount code, follow the instructions below:

  1. Click the App Drawer button , then click View All > Setup > Store Configuration > Discount Codes.
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  2. Find the discount code you want to check. You may have to browse the list, use the Search option, or filter the list to find the discount code.
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  3. Under the discount code title, the code is listed in blue text. Compare the code with your entry in the shopping cart. Make sure you’ve entered all the characters in the discount code correctly, with the same capitalization for all letters.

The discount code isn’t activated

You can only start using a discount code upon its activation date. To check the activation date of the discount code, follow the instructions below:

  1. Click the App Drawer button , then click View All > Setup > Store Configuration > Discount Codes.
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  2. Click the discount code you want to check. You may have to browse the list, use the Search option, or filter the list to find the discount code.
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  3. Under Activation date, check the set date. If the date is in the future, you must wait until that date to use the discount code or update the date.

The discount code has expired

If the expiration date has passed, you can no longer use the discount code. To check the expiration date of the discount code, follow the instructions below:

  1. Click the App Drawer button , then click View All > Setup > Store Configuration > Discount Codes.
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  2. Click the discount code you want to check. You may have to browse the list, use the Search option, or filter the list to find the discount code.
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  3. Under Duration, check if an expiration date is set. If the discount code is expired, it can no longer be used.

The item is not eligible for the discount

If one of the items in the cart isn’t eligible for the discount, you won’t be able to apply it to any items. To check if the item is eligible, follow the instructions below:

  1. Click the App Drawer button , then click View All > Setup > Store Configuration > Discount Codes.
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  2. Click the discount code you want to check. You may have to browse the list, use the Search option, or filter the list to find the discount code.
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  3. Under Utilization, if Allow discount to all items (i.e., products, services, purchase options) is set to OFF, make sure the item is selected under SELECT WHICH ITEMS TO INCLUDE IN THIS DISCOUNT CODE.
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    • If you want to apply the discount code to an event instance, make sure the specific event instance is selected on the Events tab under SELECT WHICH ITEMS TO INCLUDE IN THIS DISCOUNT CODE.
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    • If you want to apply the discount code to a gift card, make sure the Allow the discount code to be applied for gift cards option is set to ON.
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  4. Click Save Changes.

This discount code isn’t available for client use

If the discount code isn’t set up to allow clients to redeem it online, clients won’t be able to use the discount code in your store. To check if the item is available for client use, follow the instructions below:

  1. Click the App Drawer button , then click View All > Setup > Store Configuration > Discount Codes.
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  2. Click the discount code you want to check. You may have to browse the list, use the Search option, or filter the list to find the discount code.
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  3. Under Redemption Rules, check if the Clients can redeem this discount code online option is set to OFF. If this option is set to OFF, the discount code can only be redeemed by staff members on a client’s behalf.

The discount code is only available for specific client types

If the discount code is limited to certain client types, the client making the purchase must have a matching client type to use the discount code. To check if the discount code is only available for specific client types, follow the instructions below:

  1. Click the App Drawer button , then click View All > Setup > Store Configuration > Discount Codes.
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  2. Click the discount code you want to check. You may have to browse the list, use the Search option, or filter the list to find the discount code.
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  3. Under Redemption Rules, check if the Allow only specific client types to redeem this discount code option is set to ON.
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    • If the option is set to ON, check the client’s type:
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      1. On the Top Nav Bar, click the Search button and search for the client, then click their name in the list.
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      2. On the CLIENT INFO card, check the entry next to Client type. For information about manually changing the client type, see Manually changing the client type.

The number of times a discount code can be used has been exceeded

Discount codes can be set to a single use, multiple uses, or unlimited uses per client. To check the number of uses on a discount code, follow the instructions below:

  1. Click the App Drawer button , then click View All > Setup > Store Configuration > Discount Codes.
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  2. Click the discount code you want to check. You may have to browse the list, use the Search option, or filter the list to find the discount code.
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  3. Under Redemption Rules, check the number of uses set for your discount code under NUMBER OF USES PER CLIENT.
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    • If a number is set, check the client’s number of uses:
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      1. Click the App Drawer button , then click View All > Reports > Sales > All Sales.
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      2. At the top right of the report, click Filter, then select Discount Codes.

      3. Clear all the checkboxes except the checkbox next to the discount code you want to check.
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      4. Click Apply.
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      5. In the search box, enter the client’s name.
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      6. Adjust the date filters as necessary to view all the client’s uses of the discount code. If this number meets or exceeds the discount code’s limit, the client can no longer use the discount code.

You’ve applied the same discount code to more than 128 items during checkout

A discount code can only be applied to a maximum of 128 items at once during checkout. If you’ve exceeded this amount, try splitting the items over multiple sales transactions instead.


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